Passenger s Charter. Valid from July 2014

Transcription

1 Passenger s Charter Valid from July 2014 Abellio Greater Anglia Contact Centre Norwich Railway Station Station Approach Norwich NR1 1EF Telephone contactcentre@abelliogreateranglia.co.uk abelliogreateranglia.co.uk DMC5260

2 Contents 2 Introduction Abellio Greater Anglia s promise to you What will Abellio Greater Anglia do this year? 5 Making contact with Abellio Greater Anglia and planning your journey Abellio Greater Anglia website Abellio Greater Anglia Contact Centre Abellio Greater Anglia Twitter Accounts 8 Buying your tickets and making reservations National Rail Conditions of Penalty Fare Scheme Carriage Seat Reservations Where to buy your ticket Booking cycle spaces on and get advice about the trains right ticket for you 13 Timetables and engineering works Assisted Travel Abellio Greater Anglia Staffed Stations National Rail Enquiries Traveline Plusbus Timetables Engineering works Emergency timetables, disruption and keeping you informed 15 Compensation arrangements Delay Repay Refunding your ticket for journeys not made 17 Service quality, performance targets and additional information Service quality standards Punctuality and reliability Customer Panels Catering Safety Smoking 20 What happens if you are not satisfied with us? Passenger s Charter July

3 Introduction Our Passenger s Charter sets out our commitments and promises to you. This charter is designed to help customers make contact with Abellio Greater Anglia, whether for help or assistance, for compliments or complaints. This information, that enables customers to comment on Abellio Greater Anglia s services and facilities, is also published at each Abellio Greater Anglia station, as well as on trains, within timetable publications and on the website. The information enclosed in the Charter gives details regarding ticket availability, where and how they can be purchased, plus information on how you can get the most appropriate ticket for your journey. It also outlines how we will keep you informed of any changes, such as during times of disruption and summarises the compensation scheme (Delay Repay) and how you can make a claim, when necessary. We believe that all constructive customer feedback should be used to maintain and where possible, improve the service and products offered. To enhance the communication links, and as a direct reaction to feedback received from customers and stakeholders, we have introduced two Customer Panels who will represent the customer interest. Abellio Greater Anglia has established a service quality process to measure our standards of service to all customers. The Charter sets out these performance and quality targets and explains how we will keep you informed about how we are doing. We are committed to working alongside our industry colleagues Department for Transport (DfT), Network Rail, Transport for London (TfL), Local Authorities and other stakeholders to further improve the services, products, facilities and information on offer to our customers. The Passenger s Charter is subject to approval by the DfT and in accordance with the franchise agreement, Abellio Greater Anglia has consulted with Passenger Focus and London TravelWatch on its content. Abellio Greater Anglia s promise to you We believe that when you travel with us, or think of travelling with us, you should expect high standards of service throughout your journey experience. As such, Abellio Greater Anglia will: as a priority provide you with a safe, clean, punctual and reliable train service; make it easier for you to buy tickets with the introduction of more facilities; treat you well and fairly when things go wrong; keep you informed about services, any planned changes and during disruption; let you know our performance and quality targets in advance, and report each period how we are doing; listen to you and engage with you. What will Abellio Greater Anglia do this year? The DfT has agreed that Abellio Greater Anglia will deliver a series of investments to drive real improvements in your services. Some of these improvements will be internal and not so noticeable directly to you; however, we will also deliver a range of much-needed customer service improvements. Abellio has worked with stakeholders across the area to understand what is required most, and how we can bring these improvements about in such a short space of time. As a result, over this franchise (July 2014 to October 2016) we will be delivering the following improvements: A major refresh for the carriages used on the Intercity services operating on the Great Eastern Main Line (GEML). The introduction of new off peak Cambridge Stansted Airport services on Mondays to Fridays from July Passenger s Charter July 2014 Passenger s Charter July

4 A programme of Sunday service enhancements on the Norwich to Sheringham, Marks Tey to Sudbury, Ipswich to Lowestoft, Norwich to Lowestoft and GEML routes, to be phased in during 2014 and Introduction of on-line compensation arrangements for season ticket holders during the franchise period. Provision of over 1,600 additional Standard seats on weekdays on the Intercity services on the GEML by converting seven catering vehicles to offer 44 Standard seats instead of 24 First Class seats, by October Installation of over 400 additional cycle parking spaces at AGA stations, including schemes to ensure that all stations in the AGA franchise at October 2016 will have some cycle parking facilities, and secure cycle parking facilities are installed at an additional 8 stations. Fitting of controlled emission toilets (CET) to all Intercity carriages and the start of a programme to fit CET to Class 321 trains, allied with a 2 million investment by Network Rail at train maintenance depots at Orient Way (East London), Southend and Norwich, to stop waste being flushed onto the tracks and enable the toilets to be emptied in proper facilities at dedicated locations with appropriate equipment. A commitment to continue to work with the DfT and other stakeholders as part of the Norwich in 90 Taskforce to develop plans to improve journey times and services on the GEML. Introduction of an enhanced Heavy Clean programme for trains and stations. Improved passenger accessibility arrangements to be installed on twelve Class 321 trains used on commuter services from Essex and South Suffolk. Completion of station upgrade schemes at Bishops Stortford, Cambridge and Chelmsford. Making contact with Abellio Greater Anglia and planning your journey We will make it easy for you to contact us, whether to plan your journey, find out details about a ticket, renew Season Tickets, get specific advice for and book assisted travel or general enquiries. You will be able to find information on our website, at staffed stations and via our Contact Centre and the Twitter Abellio Greater Anglia website abelliogreateranglia.co.uk is our website for all your travel details, ticket purchases, performance reporting and general information. Specifically you will be able to: purchase daily and Season Tickets and arrange to collect them from Ticket Vending Machines (TVMs) or opt to use our print at home ticketing facilities. You can also download our mobile ticketing app; find details about train services, specific station facilities and opening times of the ticket office; download normal and engineering timetables; check train performance at individual stations and live route performance; find details of special offers and events; check contact details for other organisations. Abellio Greater Anglia Contact Centre The opening hours are Monday to Saturday , Sunday and Bank Holidays for all your general enquiries, help and advice. Customers requiring Group Travel assistance for 10 or more people should contact the group sales team from hours weekdays. Extension of the company s employee customer service training programme. 4 Passenger s Charter July 2014 Passenger s Charter July

5 You can contact us in a number of ways, whichever suits you best. Abellio Greater Anglia Contact Centre Norwich Railway Station Station Approach Norwich NR1 1EF Telephone contactcentre@abelliogreateranglia.co.uk for general enquiries. lostproperty@abelliogreateranglia.co.uk for enquiries about lost property (please note we may make a small charge for returning property). We aim to answer 90% of all complaints or contacts within 10 working days and 95% within 20 working days. Our target for calls is to answer 90% of calls within 30 seconds and to answer 99% of all calls. Abellio Greater Anglia Twitter accounts The Abellio Greater Anglia Social Media team can be found via the main and provides train running updates from Abellio Greater Anglia s Control Room. For all the latest offers and days out ideas, customers can also follow Abellio Greater Anglia s account. For customers who use Stansted Express the Abellio Greater Anglia dedicated provides service information and updates about the Stansted Express service. In are able to provide live service updates. This Twitter feed is directly managed by National Rail Enquiries on our behalf. 6 Passenger s Charter July 2014 Assisted Travel Abellio Greater Anglia actively welcomes customers with restricted mobility or who need extra help and we will do our best to assist. We support the rail industry Passenger Assist scheme and our employees will be happy to help you book your journeys for anywhere on the national network. Our Making Rail Accessible leaflet details the services we offer; this is available on our website, at staffed stations or from our Contact Centre. It is available in various formats (such as large print) on request. Customers requesting assisted travel will find details on our website or at any staffed station. In addition we have specialist help lines: Telephone (free of charge from landlines), Monday to Sunday If calling from a mobile, you may be charged if you dial 0800 numbers, therefore you can also contact the team by dialling and choosing option 4 Textphone and minicom customers should prefix their call with assistedtravel@abelliogreateranglia.co.uk Abellio Greater Anglia staffed stations Customers can visit any Abellio Greater Anglia station when the ticket office is open for information about trains, journey planning, tickets or general advice. Details of staffing and times when the ticket office is open are available on the website and at each station. National Rail Enquiries You can find information about train times, fares and ticket types, general advice, help in planning your journey, as well as up-todate live train-running information from National Rail Enquiries. The telephone line is available 24 hours a day, seven days a week and calls may be monitored. Telephone Website nationalrail.co.uk Also, you can call TrainTracker on or text for current train times. Passenger s Charter July

6 Traveline This is an independent source of information about public transport and therefore includes details of trains, buses, coaches and trams across Great Britain. Telephone Website traveline.info Plusbus When you buy a ticket to/from many of our destinations, you can add on Plusbus from 2 for unlimited bus travel at your starting point and/or destination. For more information about Plusbus please ask at our staffed stations or collect a leaflet, call our Contact Centre, visit our website or contact plusbus.info Buying your tickets and making reservations National Rail Conditions of Carriage These conditions establish the legal arrangements that we enter into with you when you purchase a ticket from us. They require all passengers to buy and carry a valid ticket for the date and time of the journey they are making. As a result we would remind you to always check you have the right ticket for your journey, including any appropriate time restrictions which may apply to your ticket; generally, peak services are those arriving in London from hours or leaving London before 0930 and from hours Monday to Friday, although these vary and you should check the time restrictions for your journey. If you are using Oyster on Abellio Greater Anglia services, the Oyster Conditions of Use on National Rail set out your rights and obligations. Where these conditions differ from the National Rail Conditions of Carriage, they will take precedence when using an Oyster card. Where to buy your ticket and get advice about the right ticket for you For the majority of journeys on Abellio Greater Anglia you must buy your ticket before you join the train, when boarding at a station that has ticket-retailing facilities either at a Ticket Office or Ticket Vending Machine. The only exception to this is our Pay Trains (see page 11). We do have some stations which have Permit to Travel machines for use when there are no other ticket-buying facilities available; when you use these you should pay as much of the fare as possible and then exchange your Permit to Travel for a valid ticket as soon as possible. The amount paid for your Permit will be deducted from your ticket price. The exchange must be made within two hours of buying the Permit to Travel. Abellio Greater Anglia offers a variety of ways for you to buy your ticket and has introduced three new ways aimed at making the purchase more convenient for you, including mobile tickets, Season Tickets online and print-at-home, plus increased numbers of TVMs. We offer a range of Anytime, Advance, Off peak, Super Off peak and Season Tickets to offer you a wide choice; please see the website, visit staffed stations or call our Contact Centre for the details of tickets and advice about making the choice which best suits your requirements. The main methods of ticket purchase are as follows: Online via abelliogreateranglia.co.uk Here you will find a full range of tickets available, including discounted tickets and we have introduced improved access to Season Tickets on line allowing you to renew. We can either post the tickets out to you by First Class post (please allow five days for delivery) or collect your pre-paid tickets from TVMs at participating stations (you can choose while purchasing) or arrange to print-at-home on selected services. 8 Passenger s Charter July 2014 Passenger s Charter July

7 Using Oyster You can use Oyster with a Travelcard or Pay As You Go on all National Rail services within the London Fare Zones where Travelcards are accepted. To use Oyster you must touch in at the start of your journey and touch out at the end. In addition we have extended acceptance of Oyster to include Theobalds Grove, Waltham Cross, Cheshunt, Broxbourne, Brentwood and Shenfield from 5 January Full details and services covered are updated on our website. From Ticket Vending Machines (TVMs) The TVMs sell a range of tickets for popular destinations for immediate use and accept most credit/debit cards as well as cash. We would remind you to check individual ticket restrictions when purchasing your ticket to check it is valid for your journey. Over the telephone By calling ; again you will be able to choose between posting out tickets or collecting them from TVMs. Tickets for the following day may be purchased the evening before (Trainline booking fees will apply). Via mobile ticketing We have rolled out the ability, on some ticket types, to have the ticket sent direct to your mobile phone for the following routes: Stansted Express; Mainline service between Norwich and London Liverpool Street; connecting stations on branch lines from Great Yarmouth, Cromer/Sheringham and Harwich International, Clacton-on-Sea and Walton-on-the-Naze; as well as Ely via Cambridge to London. See details on the website for service coverage. From Station Ticket offices You can buy the full range of tickets from our staffed ticket offices including Railcards, as well as book assisted travel. Our ticket offices will accept most credit/debit cards, cash, National Rail vouchers and rail warrants. Opening hours are advertised at staffed stations and on our website. We will do our best to serve you within five minutes in peak times and three minutes in the off peak. We display details of these peak times at ticket offices. We will monitor our achievement of these queuing times as part of our service quality regime. 10 Passenger s Charter July 2014 On Pay Trains We operate a number of Pay Train services, where tickets have to be bought from the conductor aboard the train. These are clearly marked in our timetables and on our website and are generally on local services in and around Norwich and Ipswich, plus the Sudbury to Marks Tey, Manningtree to Harwich and Wickford to Southminster lines. From newsagents and travel agents Some travel agents also sell National Rail tickets. In the London area selected newsagents sell Travelcards and Oyster Cards for travel within London (see tfl.gov.uk); London Underground also sells these tickets. Penalty Fare Scheme Abellio Greater Anglia operates a Penalty Fare scheme on most services with the exception of the Pay Train services mentioned above, and if you board a train at Angel Road, Cressing, Emerson Park, Needham Market, Stansted Airport or Weeley. However, if you get on a Pay Train service without a valid ticket at a station where the ticket office is open, or where a TVM is available and in working order, you will not be entitled to any special fares or discounts. You will have to buy the full Single or full Return ticket for your journey. You will not be able to use a Railcard in these circumstances, with the exception of a Disabled Persons Railcard which will be valid. On all services other than Pay Trains you must have a valid ticket to travel, or Permit to Travel, otherwise you may be liable to pay a Penalty Fare of 20 or twice the appropriate full Single fare (whichever is the greater amount) to the next station at which your train stops. Also, you may be charged the full Single fare to your destination station if you continue your journey on the same train. Notices are displayed at all Penalty Fare stations setting out the rules. Passenger s Charter July

8 Timetables and engineering works Seat Reservations For most of our high-frequency commuter trains seat reservations are not available. However, on the Intercity trains between Norwich and London seat reservations are available and all our long-distance Advance tickets include reservations on specific trains. If using other ticket types, we recommend that you reserve a seat on our most popular long-distance services; these trains are indicated in timetables. If you pay for a seat reservation which is not honoured, we will refund the reservation fee. Separate arrangements apply to members of the Season Direct scheme and these are included in the appropriate terms and conditions. Booking cycle spaces on trains Where space is available and it is safe to do so we welcome customers bringing their cycles on trains; however, as we operate busy commuter trains we are not able to accept cycles (except folding cycles) at the busiest times full details of restrictions are included on the website or are available from our stations or Contact Centre. We would advise customers to take advantage of our wide range of cycle facilities at stations to store their cycles before travelling. Cycle spaces on local services in Norfolk, Cambridgeshire and Suffolk are limited to four cycles per train. Please note cycles cannot be carried on services into Cambridge from Ely and Audley End between hours on weekdays nor on services arriving into and departing out of London from hours and from hours. Only folding cycles are accepted, subject to space, on Stansted Express services. Generally there are no restrictions at weekends. However, please check for details during engineering works as we are unable to carry cycles on the replacement bus services. 12 Passenger s Charter July 2014 Timetables Abellio Greater Anglia will publish timetables and make them available on our website, as leaflets and posters at stations and as leaflets from the Contact Centre. We plan to change our timetable in line with the national network changes and new timetables will be available for collection 28 days before the change is implemented. You may request different formats of our timetables by contacting the Contact Centre. In addition all stations will display details of scheduled services on that route. Engineering works Engineering works are required to keep improving and maintaining the railway. While we will work with Network Rail to minimise the impact of these works we do recognise that they may cause some disruption to your journey. Sometimes train journeys are lengthened or diverted during planned engineering works, while services may be curtailed and replaced by alternative travel or bus replacement services. We will place details outlining the changes on our website 12 weeks in advance. Posters summarising changes for the following month will be available on our website and at stations. Customers wishing to gain further details to help plan their journey can do so on our website or at any staffed station. Where bus replacement services are operated we would remind you that space will be limited on such vehicles compared with the train, especially if you are carrying large items of luggage and prams. Cycles cannot be carried on replacement bus services. Emergency timetables, disruption and keeping you informed Sometimes disruption occurs to our services which require the introduction of an emergency timetable for a given period of time, or short-term alterations to services. To keep you informed in a proactive way we will continue to operate Journeycheck alerts for registered customers as well as Passenger s Charter July

9 Compensation arrangements SMS text alerts if you have registered for the service full details are available on our website. Details will also be available on the website for live running from individual stations and the Journeycheck Rainbow Board will clearly identify potential delays to your service. Live updates are available from the Twitter (for Stansted Express customers). Details of how to join are available on the website. You will also find useful information from National Rail Enquiries. If you miss a connection because our train is running late or is cancelled, we will help you re-plan your journey to keep the inconvenience to a minimum. If you miss a connection because of problems with our train, we will arrange alternative transport to get you to your final destination if: the next connecting train is more than 60 minutes later than the one you should have caught, and; it will get you there quicker than waiting for the next train. If the delay occurs after you have started your journey, we will do our best to get you to your destination station by train, or to arrange alternative transport. Where we believe that because of a delay or cancellation of an Abellio Greater Anglia train it will be impossible to get you to your destination at a reasonable time either by train or alternative transport, we will at no additional charge; either, arrange for you to return to where your journey started, or another appropriate location, and ensure that you can travel again the next day; or provide overnight accommodation and ensure that you can travel the next day. In these circumstances, if you decide not to travel the following day, i.e. you abandon your journey entirely; we will give you a full refund on the price of your ticket, whether Single or Return. If you are on a train that has a café bar and are delayed (on that train) for 60 minutes or more, we will offer you complimentary non-alcoholic drinks, while stocks last. Delay Repay Abellio Greater Anglia will continue to operate the Delay Repay scheme whereby if you hold a Single or Return ticket you will be able to make a claim for compensation for delays to your journey of over 30 minutes regardless of the reason. Consequently you will be entitled to the following compensation: minutes delay entitles you to compensation to the value of 50% of the cost of a Single ticket or 50% of the cost of either the outward or return portion of a Return ticket as appropriate. For Season Tickets we will use the proportionate costs of the price of the ticket. (i.e. 1/5th of a weekly ticket, 1/22nd of a monthly ticket, or 1/260th of an annual ticket). for delays of 60 minutes and over we will double the amount of compensation to 100% of the cost of the Single ticket or either portion of the Return ticket. Compensation will be provided in National Rail Travel Vouchers which can be used to buy tickets on any National Rail company, and are valid for 12 months. Claim forms are available at staffed stations, on staffed trains, from the Contact Centre or can be printed off from our website. Customers are encouraged to visit the Abellio Greater Anglia website Our Performance, referring to the Q&A section for more details. In addition, during periods of severe disruption we will do our best to advise you about the claim process and hand out claim forms. You can claim by printing off and posting the Abellio Greater Anglia website form or by posting a reply-paid Delay Repay form to our Contact Centre. Annual season ticket holders may claim using our online form (please refer to our website for details). Generally when making a claim we will require either a copy of your Season Ticket (unless you are on our database) or the actual ticket. All claims must be made within 28 days of the delay. We will not normally accept a claim if you were advised in advance of your journey of the delay or before you purchased your ticket. In the event that an emergency timetable is introduced, compensation entitlements will be based on that emergency timetable. 14 Passenger s Charter July 2014 Passenger s Charter July

10 Season Direct customers will be compensated through their Season Direct account. In addition, Abellio Greater Anglia has further compensation arrangements for Season Ticket holders for periods of sustained poor performance. Sustained poor performance is triggered when on 12 or more days (out of the 20 working days in any 28 day Rail Industry Period) your journey is affected by disruption under the Delay Repay scheme. You will be able to choose from two options of compensation in addition to the standard compensation detailed above: either a number of free journeys on the Abellio Greater Anglia network (based on two per period affected) valid for 12 months; or National Rail Travel Vouchers to the value of one Single journey which can be used to purchase future rail tickets. Refunding your ticket for journeys not made We recognise that sometimes your train may be cancelled or delayed and as a result you may decide not to make your planned journey. In these cases you will receive a full refund if you return your ticket immediately to any National Rail ticket office, or if you send it to our Contact Centre within 28 days of expiry of the ticket. Even where trains are running as normal and you decide not to make the journey you can make a claim for a refund for most ticket types within 28 days of expiry of the ticket. Where trains were running fine and it was your decision not to travel, if you bought the ticket at a National Rail station you can return it to any National Rail ticket office; if you bought it online follow the refund instructions given on the website you used; and if you bought it from a Travel Agent return it to them. In each case you must submit your claim within 28 days of expiry of the ticket and a 10 administration fee per ticket may be charged. Some ticket types (including Advance tickets) are nonrefundable except in cases of trains cancelled or delayed. If your Season Ticket is no longer required, please return it immediately to the ticket office where you bought it or the Contact Centre. The amount refunded is based on the difference between the cost of the Season Ticket you originally purchased and the cost of a Season Ticket for the period up to the date you surrendered the ticket to us. Season Tickets offer 16 Passenger s Charter July 2014 significant savings for the regular daily traveller and you will find that if there is only a small proportion of the validity remaining, you will receive only a small refund or perhaps nothing at all. For example, an annual Season Ticket gives you 52 weeks travel for the price of 40 weeks it therefore has no refund value after 40 weeks validity. Please remember that if you hold a Season Ticket and are unable to travel for more than four weeks due to illness, you may apply for a discretionary partial refund of the unused portion. This is at our discretion and we may ask you for supporting documentation, such as a medical certificate. Service quality, performance targets and additional information Service quality standards We have introduced a rigorous, independent service-quality regime which will be measured by a team of mystery shoppers who will measure our service from a customer perspective. It has been designed to complement the information provided by the National Rail Passenger Surveys, and covers: Train standards; including the facilities, cleanliness and information. Station standards; including information, ticket offices, facilities available and car parks. People standards; including appearance, availability, customer service and knowledge. Individual annual targets will be published and each period the results of the surveys will be published on our website and stations. In total, each period we will be carrying out a minimum of 440 individual surveys across the franchise area so you will clearly see how we are performing. Passenger s Charter July

11 Punctuality and reliability Our train service performance will be measured under the Public Performance Measure (PPM). PPM combines figures for punctuality and reliability into a single performance measure, and is the industry standard measurement of performance. Punctuality is measured as the percentage of our trains that have arrived at their final destination within five minutes of the advertised time, including the Intercity services. When a specially advertised revised timetable is in operation, at times of engineering work for example, we are measured against the revised times. Reliability is measured as the percentage of our advertised train services that operate. We will publish our annual PPM target and report each period our performance against that target along with the moving annual average. This will be based on Abellio Greater Anglia as a whole as well as the individual routes. The reports will be published on our website and at all stations each period. Customer Panels We have two Customer Panels to represent the views of regular customers on our services. Each panel has an independent Chair elected from the representatives and will sit on our Stakeholder Panel. The Customer Panels are recruited to represent the two geographical parts of our business: one looking after the West Anglia services while the other concentrates on the Great Eastern Main Line route. They meet each month with the route-based management teams and will be able to review our performance and ensure the customers voice is heard in our decision-making. customerpanel@abelliogreateranglia.co.uk Catering A number of our trains have catering facilities on board. These are indicated in timetables and on departure screens. There is an at-seat trolley service available on most of our Stansted Express trains. The majority of our Intercity services between London and Norwich carry a café bar or an at-seat trolley, providing hot and cold drinks, sandwiches and light snacks. Complimentary tea and coffee is provided to First Class ticket holders on our Intercity services when a cafe bar is in operation. If we are unable to provide the advertised catering service, we will try our best to let you know before you board the train so you can make alternative arrangements. Safety Safety notices are displayed throughout our trains and at our stations, and we encourage you to familiarise yourself with these instructions each time you travel. Smoking Please note that smoking is not permitted on any of our trains or at stations, including the open platforms. 18 Passenger s Charter July 2014 Passenger s Charter July

12 What happens if you are not satisfied with us? Network route map We will do everything possible to ensure we deliver a high standard of service and respond to your concerns in a fair and reasonable way, taking account of the National Rail Conditions of Carriage and this Passenger s Charter. If you have not already contacted Abellio Greater Anglia regarding your concern then please contact us via our Contact Centre through any of the following media: Abellio Greater Anglia Contact Centre, Norwich Railway Station, Station Approach, Norwich, NR1 1EF Telephone contactcentre@abelliogreateranglia.co.uk. However, if you have already contacted Abellio Greater Anglia and are not happy with our response, you can contact Passenger Focus or London TravelWatch who may if they consider it appropriate take up your case. They are the independent consumer watchdogs and can be contacted as follows: You can contact Passenger Focus about any issue, except those that are wholly to do with the following routes: Stansted Airport to London; Hertford East, Enfield Town, Cheshunt and Chingford to London or Stratford; Harold Wood to London and Romford to Upminster: Passenger Focus, FREEPOST (RTEH-XAGE-BYKZ), PO Box 5594, Southend on Sea SS1 9PZ Telephone info@passengerfocus.org.uk Website passengerfocus.org.uk You can contact London TravelWatch about any issue that is wholly to do with the following routes: Stansted Airport to London; Hertford East, Enfield Town, Cheshunt and Chingford to London or Stratford; Harold Wood to London and Romford to Upminster: London TravelWatch, Dexter House, 2 Royal Mint Court, London, EC3N 4QN Tel: enquiries@londontravelwatch.org.uk Website londontravelwatch.org.uk Abellio Greater Anglia route Abellio Greater Anglia limited route East Coast route Stansted Express route Other operators route London Underground interchange Docklands Light Railway interchange Airport interchange Ferry service interchange 05/14 20 Passenger s Charter July 2014 Passenger s Charter July